Customer Care Manager II (Cumming Area)
***CUMMING AREA***
Primary Job Responsibilities
- Conduct in-person homeowner assessments on an as-needed basis:
- Determine if a corrective work order is needed
- Lead root-cause analysis
- Schedule, organize, and execute service work through vendors collaboratively with the Customer Care Coordinator.
- Manage trades to completion of service requests to customers’ satisfaction.
- Perform minor service-related tasks (e.g., adjustments, repairs), as requested.
- Establish and maintain positive customer relationships.
- Responsible for the build quality confirmation of the home before delivery to the customer.
- Determine trade accountability for back charges and field purchase orders (FPOs).
- Authorize payment for work performed up to approval limits.
- Follow applicable legal protocol and process necessary workflow.
- Responsible for customer satisfaction metrics related to customers serviced.
- Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.
- Other duties as assigned.
Management Responsibilities
- Not applicable
Scope
- Decision Impact: Division
- Department Responsibility: Single
- Budgetary Responsibility: No
- Direct Reports: No
- Indirect Reports: No
- Physical Requirements: The position may involve sitting, standing, driving, and/or movement, the ability to exert a minimal force of up to 50 pounds and occasionally exert up to 80 pounds of minimal force to carry, lift, push, pull, and otherwise move objects. Must be able to climb ladders, scaffolding, and other means to reach and observe all areas of the building. Ability to work in various weather conditions – heat, rain, cold, etc.
Required Education/Experience
- Minimum High School Diploma or equivalent
- Bachelor’s Degree preferred
- Minimum of 1-2 years of customer service, warranty experience, or equivalent preferred
Required Licensing, Registration and/or Certifications
- Valid driver’s license as driving is an essential function of this position
Required Skills/Knowledge
- Exceptional customer service orientation with the ability to adapt and interact effectively with various personality types
- Committed to delivering high-quality service and diligent follow-up
- Basic construction skills and knowledge
- Excellent communication and listening skills
- Analytical ability necessary to perform root cause analysis
- Ability to manage warranty/customer service processes
- Basic computer literacy
- Skilled in conflict resolution to address customer concerns effectively
- Knowledge of cost management principles and practices
Additional Information
- This is a professional customer facing role. Team members will follow division specific dress code requirements
PulteGroup, Inc. and its affiliates do not accept unsolicited resumes from individual recruiters or third party recruiting agencies (collectively, “Recruiters”) in response to job postings. If Recruiters nevertheless submit one or more unsolicited resumes to any employee at PulteGroup, Inc. or its affiliates without a valid written agreement in place for this position, it will be deemed the sole property of PulteGroup, Inc. and its affiliates. No fee will be owing or paid to Recruiters who submit unsolicited candidates, in the event the candidate is hired by PulteGroup, Inc. or its affiliates as a result of the referral, without a written agreement between PulteGroup, Inc. and through any means other than via our Applicant Tracking System.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We will provide a reasonable accommodation to a qualified applicant with a disability that will enable the individual to have an equal opportunity to participate in the application process and to be considered for a job.
This Organization Participates in e-Verify
Pulte Homes of Minnesota is an equal employment opportunity/affirmative action employer.
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As a Customer Care Manager II at PulteGroup, Inc., located in the beautiful Cumming Area of Alpharetta, GA, you will become a vital part of our commitment to exceptional customer service. This role isn’t just about solving problems; it’s about making a lasting, positive impression on our customers by ensuring their homes meet the highest standards before they move in. You will conduct in-person homeowner assessments to gauge service needs, oversee service requests and manage trades to ensure every detail is executed to our customers' satisfaction. With your sharp analytical skills, you’ll perform root-cause analyses on customer feedback, driving improvements and repeat business. Communication and relationship-building are at the heart of what you do; you’ll engage with customers, vendors, and internal teams to deliver outstanding service. You’ll handle responsibilities such as authorizing payments and managing service-related tasks, all while adhering to legal protocols. We want you to thrive, so be prepared to work in various weather conditions and tackle some physical demands. Whether you’re carrying materials or climbing ladders, you’re making sure that each home is a sanctuary for its new owners. If you're ready to take on this exciting challenge and contribute to creating wonderful living spaces, we would love to have you join our team at PulteGroup!
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